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Educational Technology Officer

3 months ago

Sydney, New South Wales, Australia University of New South Wales Full time

Job no: 517123

Work type:
casual

Location:
Sydney, NSW

Categories:
Information Technology, Student Services

Summary of the role:


The Educational Technology Officer play a key role within providing efficient and effective support for the University's Educational Technology platforms to ensure optimal operation and usage of these systems and services as part of maximising learning and teaching outcomes and experience for UNSW staff and students.


The role encompasses providing first level support, problem solving, resolution and call management in accordance with set UNSW policies and procedures.

The role will resolve the majority of complex issues/enquires received, with more complex/out-of-scope cases escalated/redirected as required.

This role will:

  • Provide Level 1 support for university educational technology users which includes problem solving, resolution call management and logging/ resolving tickets in accordance with SLA, policies, and procedures.
  • In coordination with the Educational Technology Support (ETS) team, UNSW Student Hub and UNSW IT, address and resolve complex individual user issues and enquiries using internal support systems.
  • Create and maintain Knowledge Articles, identifying and documenting solutions, workarounds and known errors.
  • Contribute to the compilation of weekly support progress reports as required.
  • Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.

A person engaged is generally expected to have the following skills and experience:

  • Ability to provide technical help desk support and guidance for educational technologies, including web-based educational and assessment systems.
  • Strong written and verbal communication skills, with ability to explain technical concepts to nontechnical staff in easily understood terms.
  • Basic level of computer proficiency.
LI-DNI

Position Description

Advertised: 09 Jun 2023 AUS Eastern Standard Time

Applications close: 16 Jun 2023 AUS Eastern Standard Time